Rants, Reflections, and Real Customer Service Lessons
Dental Drill Bits with Sandy Pardue and Dana Salisbury
Release Date: 09/30/2025
Annual Planning Power Moves: How to Build a Stronger Practice in 2026
Dental Drill Bits with Sandy Pardue and Dana Salisbury
Episode Summary In this strategic and energizing episode of Dental Drill Bits, Dana and Sandy unpack one of the most overlooked drivers of practice stability and growth, your annual planning session. Together, they walk through the questions, metrics, team conversations, and leadership decisions that set the tone for a productive, organized, and profitable new year. Sandy shares her trusted framework for evaluating practice performance, identifying bottlenecks, and turning missed opportunities into measurable goals. Dana breaks down how to communicate the importance of an annual planning...
info_outline
Why Some Dentists Love Dentistry (and Others Can’t Wait to Leave)
Dental Drill Bits with Sandy Pardue and Dana Salisbury
In this eye-opening episode of Dental Drill Bits, Dana and Sandy Pardue tackle a topic few talk about openly — why some dentists genuinely love their profession while others can’t wait to get out. Drawing from Sandy’s experience consulting with over 600 dental practices, they reveal the defining difference: the dentists who thrive understand business and leadership, not just clinical care. Together, they unpack why mastering people skills, systems, and practice management can transform dentistry from stressful to deeply fulfilling. From learning how to manage money and motivate your...
info_outline
Breaking Down Walls: Communicating Without Conflict
Dental Drill Bits with Sandy Pardue and Dana Salisbury
In this episode of Dental Drill Bits, Dana and Sandy dive into one of the most challenging scenarios in any dental practice—when a team member refuses a task that’s part of their role. Inspired by a real Dentaltown post, Sandy breaks down what’s really behind these moments, from unclear expectations and lack of training to blurred lines of authority. She shares how leaders can respond calmly, communicate clearly, and reset accountability without damaging trust. Dana adds perspective on balancing empathy and authority, and how understanding communication styles can help prevent tension...
info_outline
The Pulse of the Practice: Balancing Team Energy and Measurable Success
Dental Drill Bits with Sandy Pardue and Dana Salisbury
In this episode of Dental Drill Bits, Dana and Sandy discuss the importance of measuring team energy and performance metrics in dental practices. They emphasize that while patient care is paramount, tracking statistics can enhance care quality and team morale. The conversation explores the concept of buy-in from team members, the significance of accountability, and how metrics can serve as tools for improvement rather than judgment. The episode concludes with actionable steps for practices to foster a positive culture through measurement and celebration of achievements. takeaways Your team's...
info_outline
When Negativity Spreads: How Complaining About Patients Hurts Your Practice Culture
Dental Drill Bits with Sandy Pardue and Dana Salisbury
💡 Episode Summary: In this week’s episode of Dental Drill Bits, Dana Pardue and Sandy Pardue tackle a topic every dental team faces but rarely talks about — complaining about patients. What starts as harmless venting can quietly poison your team’s morale and even drive productivity down. Dana and Sandy unpack how negativity spreads through emotional contagion, why gossip never stops at patients, and how leaders can recognize when venting has crossed into toxicity. Sandy shares real-world examples from decades in consulting — from Dentaltown discussions to lessons learned working...
info_outline
Navigating the Complexities of Hiring Associate Dentists
Dental Drill Bits with Sandy Pardue and Dana Salisbury
Episode Summary: In this episode, Dana Pardue Salisbury and Sandy Pardue unpack one of the most complex topics in dentistry: hiring an associate dentist. From knowing when your practice is truly ready to bring on another provider, to understanding why most associateships only last one to two years, this conversation blends humor, real-world stories, and practical numbers. You’ll hear how culture, contracts, and communication can make or break the associate relationship—and how to avoid costly mistakes that so many practice owners make when expanding their teams. 💡 Key Takeaways ...
info_outline
Rants, Reflections, and Real Customer Service Lessons
Dental Drill Bits with Sandy Pardue and Dana Salisbury
Episode Summary This week on Dental Drill Bits, Dana and Sandy open up about real-world customer service experiences that prove just how important it is to put yourself in the patient's shoes. Dana kicks things off with her eye doctor visit, from tiny-font registration forms to confusing waiting rooms and perfume-passing that crossed the line. She then shares what her tire appointment taught her about easing patient anxiety and making sure customers leave with confidence. Sandy brings her own story to the table about trying to buy fireplace logs, only to be talked out of making the...
info_outline
Hiring Series: The Job Offer Playbook
Dental Drill Bits with Sandy Pardue and Dana Salisbury
In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury continue their step-by-step Hiring Series with one of the most sensitive and risky steps: the job offer. Too many dental practices skip this or handle it haphazardly, leaving themselves open to misunderstandings, legal trouble, and even losing great candidates. Sandy and Dana walk you through why offer letters matter, what must be included, and how to avoid turning them into binding contracts. From conditional vs. unconditional offers, to pay pitfalls (why you should never state an annual salary), to the benefits and...
info_outline
Hiring Series: Don’t Skip This Step—Reference Checks That Matter
Dental Drill Bits with Sandy Pardue and Dana Salisbury
In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury continue their step-by-step Hiring Series with a focus on reference checks. Too many dental practices skip this step because it feels awkward or unnecessary, but failing to do so can cost you money, morale, and even legal trouble. Sandy and Dana share true stories from the field (including embezzlement cases that could have been avoided), compliance tips that keep you safe, and the exact questions that reveal whether your next hire is reliable or risky. From separating personal vs. professional references to knowing...
info_outline
From Sucktember to Success: How to Save Your September
Dental Drill Bits with Sandy Pardue and Dana Salisbury
In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury tackle one of the most dreaded times in the dental calendar: “Sucktember.” As kids go back to school and cancellations rise, many practices see their production slump, but it doesn’t have to be that way. Sandy shares why mindset matters more than market trends, how to uncover hundreds of patients hiding in your own software, and why reactivation projects can both fill your schedule and boost team morale. From calling patients who haven’t been in for years to creating fun staff incentives, you’ll discover proven...
info_outlineEpisode Summary
This week on Dental Drill Bits, Dana and Sandy open up about real-world customer service experiences that prove just how important it is to put yourself in the patient's shoes.
Dana kicks things off with her eye doctor visit, from tiny-font registration forms to confusing waiting rooms and perfume-passing that crossed the line. She then shares what her tire appointment taught her about easing patient anxiety and making sure customers leave with confidence.
Sandy brings her own story to the table about trying to buy fireplace logs, only to be talked out of making the purchase by the very person answering the phone. Together, they explore what it means to honor the customer’s current concern, anticipate their questions, and create experiences that build trust.
If you’ve ever wondered how the smallest details can make or break customer loyalty, this episode will make you rethink every touchpoint in your practice.
Key Takeaways
-
Always imagine yourself in the customer’s position—what feels confusing vs. reassuring?
-
Honor the customer’s current concern, even if you think they need something else.
-
Anticipate wants, questions, and needs before the customer even asks.
-
Every interaction is an opportunity to build confidence—or lose it.
🔊 Episode Sponsors:
Identity Dental Marketing
Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert.
👉 www.identitydental.com
Plan Forward
The #1 membership plan platform for dental practices—simple, secure, and patient-friendly.
👉 www.planforward.io
Mango Voice
VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again.
👉 www.mangovoice.com
✨ Upcoming Event – Don’t Miss Out!
Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience.
Register now at 👉 www.ClassicPractice.com and save $100 with code Secret Sauce.